Hi O2 team,
I’m in touch with you in the last few months for contract extensions of both my DSL and my mobile, and now when it’s all over I’m so frustrated about the final result and I feel like I didn’t get the best service.
It’s a bit of a long story with a lot of details, but I’ll try to put it here as short as possible.
I have both DSL and Mobile contract for many years. Until November 2019 I always paid 24.99 EUR for my DSL (this was always 29.99 EUR + 5 EUR discount) and 12.49 EUR for my mobile with 4GB (so total 37.50 EUR).
On November 2019 (5 months ago) my DSL contract ended and I extended it with you for the same price, like I do everytime. Until that point my DSL and mobile contracts were not merged, and the agent who helped me apparently merged my contracts without telling me, so she can keep the discount I had for my DSL. So I extended my DSL contract for 24.99 EUR per month, like I paid before.
I was charged for the merging of the contracts, but later got a refund for it after I talked to another agent and explained that I was never told about the merging.
Everything looked ok, although my bills had a lot of mess during these months.
In the beginning of March 2020 I decided to extend my DSL contract as well (it was supposed to end in June 2020). I was paying the whole time 12.49 EUR for 4GB, but since I don't use so much data, your agent offered me 3GB for 9.99 EUR, and I decided to go for it.
Now, looking at my last bill, this is what I see:
1. Mobile (with 3 GB) - 9.99 EUR which is actually 19.99 EUR and then 2 discounts of 5 EUR (Kombivorteil) and another 5 EUR (Sonderrabatt).
2. DSL - 29.99 EUR, with no discount.
So now in total I pay 40 EUR (29.99 + 9.99), for less data in my mobile than before! I want to remind you again of what I wrote in the beginning - until November 2019 I always paid 37.50 EUR which were 24.99 EUR for the DSL and 12.49 EUR for my mobile (with 4 GB). Now, after all the extensions, I pay more (40 EUR) and getting less on my mobile (3GB instead of 4GB).
It looks like the person who extended the Mobile contract for me (over the phone) "took" the discount from my DSL and put it on my new Mobile contract, so it will go down to 9.99 EUR, when in fact in total I now pay more than what I used to, and getting less.
I am really frustrated with this whole situation and will be very happy if someone can contact me here or over the phone to solve this situation.
I want to say that I have 2 more DSL contracts with you, besides the one I'm talking about here and I'm a good customer for many years.
Thank you.
